Infrastructure Program Manager in John C. Stennis Space Center, MS at Open Systems Technologies

Date Posted: 11/1/2019

Job Snapshot

Job Description

An aerospace and defense company is seeking an Infrastructure Program Manager to join their team in Mississippi.

Responsibilities

  • Establish policies designed to ensure consistently high service performance
  • Review incident service ticket trends, customer feedback, identifies problem root cause, and implements proactive remedial action
  • Monitor and evaluates employee performance; develops employee skills through training and OJT
  • Play a vital role in creating long-term service delivery continual improvement, customer relationships, and ensuring the highest level of operational service delivery
  • Build a personal relationship with key client staff
  • Successful service delivery - SLA achievement and high level of customer satisfaction
  • Monitor overall performance of the Service Operation Area
  • Ensure delivery processes are efficient and cost effective
  • Monitor and adjust staffing levels to operational needs
  • Make recommendations on HW and SW equipment, maintenance and licensing to maximize revenue at least cost
  • Asses customer Feedback
  • Assess customer feedback and makes necessary improvements, identifying and analyzing issues, and works on eliminating bottlenecks
  • Work with senior management ensuring operations teams are aware of changes and are prepared delivery service reports
  • Remove all obstacles to customer satisfaction and projects delivery performance
  • Implement service design improvements in coordination with transition team, providing feedback on optimizations
  • Follow hardware and software OEM and ITIL best practices in implementing, managing and delivering projects

Qualifications

  • A Bachelor's Degree or 8 years of experience in addition to the required years of experience for the position
  • A Master's Degree or 12 years of experience in addition to the required years of experience for the position preferred
  • 15+ Years of IT Experience, 10 of which are managing Complex IT Infrastructure Environment
  • Technical background ideally within Managed Services and IT outsourcing industry
  • Experience with systems management platforms, service management solution
  • Experience leading a technical team in the successful execution of activities outlined in the responsibilities above 
  • PMP Certification
  • ITIL Certification
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